Resolving conflicts using appropriate communication channel in project execution: An assessment of the Tema motorway expansion project

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Studies have shown an increase in workplace conflicts among employees worldwide. Although many organizations have made the effort to balance the demands of work as against job performance, the occurrence of conflict sometimes thwart the effort. Since conflict among team members cannot be avoided, what is important is how it is managed. Based on the above background, a survey was conducted on appropriate communications channel in conflict resolution in project execution among workers implementing the Tema Motorway Interchange project using quantitative research method. Out of the targeted sample size of 95 workers, the study had 80% response rate. The findings revealed that, incompatibility of goals and poor communication management as the major cause of conflict. Further, poor communication on project expectations, issues of need to know basis, inability to take responsibility and figure pointing of blame were ranked as major factors that affected communication management. It was also revealed that, verbal interactions was the common communication channel used in resolving conflict. The study also revealed that, mutually acceptable solution that partially satisfied both parties was one of the management strategy to resolve conflict (Compromise Strategy) as compared to the individual strategy of Assertiveness and Cooperativeness (Collaborative Strategy). However, inability to recognize and respect individual views was a major challenge in handling conflict. Again, poor teamwork and self-doubt was observed as associated with conflict resolution. The study recommends that, project managers should make time to explain the tasks, expectations and time frames around project completion whiles personality clashes can be addressed through extensive training and education programs develop tolerance among workers
A thesis submitted to the Department of Construction Technology and Management, Kwame Nkrumah University of Science and Technology, Kumasi in partial fulfillment of the requirements of the Awarded Degree of Master of Science in Project Management.
Resolving, conflicts, communication channel, Tema motorway